Mission Director - Navy Domain

Position Summary

As the Mission Director for the Navy Domain within the Federal Business Unit at Defense Unicorns, you will focus on ensuring customer retention, satisfaction, long-term success, and account expansion. This role emphasizes relationship management, hero happiness, and accelerating time-to-value for mission partners. By proactively addressing customer needs, driving product adoption, and serving as a trusted advisor, you will maintain high retention rates, build advocacy among our heroes, and iteratively grow the Navy domain over time.

Key Responsibilities

1. Customer Retention & Satisfaction

- Build and maintain relationships with mission heroes to ensure satisfaction and alignment with their mission outcomes.

- Maintain a minimum revenue retention rate by addressing customer needs, resolving issues promptly, and ensuring high engagement.

2. Time-to-Value & Adoption

- Ensure a positive onboarding experience and expedited time-to-value for new customers.

- Promote adoption of Defense Unicorns’ products and solutions to meet and exceed mission objectives.

- Facilitate a retrospective once time-to-value is achieved to capture lessons learned and continuously improve the process.

3. Hero (Customer) Advocacy & Health

- Serve as a trusted advisor, advocating for solutions that meet both immediate and long-term goals.

- Maintain a high hero health score by regularly engaging with partners and reinforcing product value.

- Provide regular updates to heroes on feedback progress and new features or benefits delivered through our products.

4. Account Expansion

- Identify expansion opportunities within current hero accounts and maximize contract value; modify existing contracts to capture new scope when necessary.

- Scope contracts to provide the greatest flexibility and allow for expansion, prioritizing licenses whenever possible.

- Identify cross-selling opportunities into adjacent Navy programs and collaborate with the Navy Account Executive.

5. Collaborative Product Development

- Relay customer feedback to the Product team to prioritize relevant features or fixes.

- Advocate for Navy-specific enhancements to improve customer experience and retention.

6. Metrics & Reporting

- Track and report KPIs, including retention rates, hero health scores, time-to-value, and adoption success.

Expectations

- Conduct quarterly business reviews (QBRs) to highlight progress and align on future goals.

- Champion customer needs across internal teams to ensure mission success and continued satisfaction.

- Facilitate and share the results of retrospectives once time-to-value is achieved.

- Balance time-to-value and gross profit margins during the initial contract period, leaning toward time-to-value to ensure stickiness and contract renewal. After initial value is realized, maintain gross profit margins across the Navy domain.